Customer Care Analyst

Job description

The E2E Customer Care Analyst/Specialist executes at Customer / Customer Cluster level the actions needed, in agreement with Trade and Service Level functions, to optimize the logistics process flows of product, cash and information to and from the point of sales/point of dispensation to increase Net Sales (Service improvement) and optimizes the total supply chain costs at designated customers through joint value creation.

It is responsible for the communication with customers regarding orders, deliveries, returns, claims and escalated overdue, and facilitate also the resolution of customer issues by aligning between customers and other functions.

This role is based on the following overall pillars:

·  Building Sanofi volume by increasing in-stock availability at the point of sale/point of dispensation
·  Speed to shelf: rapidly deploy product and logistics launches through customers systems to the consumers/patients
·  Optimizing the Supply Chain by reducing logistics costs end to end and digitalizing the value chain
·  Ensure compliance with related Demand to Cash mandatory controls for ensuring 0 findings for audit and self-assessment purposes
·  This role also is the liaison with commercial and customers teams, assuring the correct flow of information between them

In this role, the E2E Customer Care Analyst/Specialist will be managing assigned top customers or a cluster of top customers.

Experience and Knowledge:

·  Experience in Supply Chain (i.e Customer Service, Demand Planning, Warehouse and Distribution …) at least 3 years
·  Experience in Order to Cash Processes
·  Experience in developing Collaboration plans with Customers
·  Ideally, experience in related areas (Commercial, Marketing, Finance...) 
·  Knowledge in SAP and Excel
·  Knowledge in related areas (Commercial, Finance, Marketing...)
·  Knowledge in applicable laws and regulations
·  Experience in managing teams

Main Competencies and Skills (to be further explored):

·  Customer Orientation
·  Results Orientation
·  Communication and Network builder 
·  Proactivity and creativity
·  Team Building skills
·  Resilience to work under pressure
·  Flexibility and rapid reaction for changes
·  Decision Making
·  Problem Solving
·  Well organized
·  Work with deadlines
·  Planning and prioritizing
·  Continuous Improvement
·  Positive attitude
·  Persuasive and conceptual selling techniques
·  Project management

Languages:  Fluent English (85% minimum)

At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.